Stan Cremers

Managed front office operations to maintain exceptional guest service standards.

• Led and developed a team of 12 Front Office and Duty Management colleagues, overseeing operations within a 178-room luxury five-star hotel.
• Managed daily Front Office operations, including workforce planning, scheduling, coaching, performance management, and maintaining exceptional guest satisfaction standards.
• Achieved all departmental KPIs in 2025, driving operational performance and continuous improvement.
• Supported the successful implementation of Opera Cloud, contributing to improved processes and operational efficiency.
• Consistently achieved LQA scores above the departmental target of 89.
• Delivered strong commercial results by exceeding upsell targets by approximately 10% and improving performance by 17% compared to 2024.

• Supported the General Manager in coordinating operational aspects of a major full 170 room hotel renovation project, ensuring alignment between guest experience, operations, and project objectives.
• Managed mock-up room preparation and acted as the link between operational teams and project stakeholders, translating feedback into practical solutions.
• Supported the Housekeeping department during a six-month management vacancy by coordinating operational projects, quality initiatives and cross-department collaboration (Front Office, Housekeeping & Engineering).
• Developed project documentation, including scopes of work, timelines and financial overviews, while coordinating cross-functional teams to ensure successful project execution.
• Supported performance improvement initiatives through staff coaching and development plans.

• Directed hotel operations during senior management absence, ensuring continuity and guest satisfaction.
• Developed expertise in hotel safety, emergency procedures, risk management, and operational security within a luxury environment.

• Led and developed a team of 20 colleagues in a high-volume restaurant operation, ensuring service excellence and exceptional guest experiences.
• Managed daily operations, workforce planning, and team scheduling to maintain efficient service delivery.
• Trained and coached new employees on service standards, operational procedures, and safety processes..

• Oversaw guest experience and operational excellence across the hotel, ensuring high service standards, safety, and guest satisfaction.
• Led service recovery initiatives, supported operational teams, and acted as a key point of contact for guests and colleagues.
• Developed team capabilities through training and analysed guest experience metrics to support strategic improvements and present in monthly management meetings.

Transformed a school project into an innovative beer company focused on enhancing guest experience.

• Wrote detailed business plans for governing company operations, marketing activities and revenue generation.
• Monitored operations to keep processes aligned with targets and matching forecasts.

• Developed expertise in wine and cocktail preparation, enhancing guest experience during service shifts.

• Transitioned from internship to full-time role, assuming leadership over daily operations and guest service.